No response from service provider

Please assist me with the following problem. my net went out last week Wednesday and I opened request 3CTK041017 on the app for someone to come help. On Monday I phoned the call center to find out if anyone has been assigned to the problem as I have not been contacted yet. They said they will escalate the issue and gave me reference ********** . Up to now nothing has been done and I still don't have any land line or adls connection.